The charter outlines our service commitments to our customers, with regards to staff interactions, information, services, privacy and security, confidentiality and giving feedback.
Our service commitments
Our staff
- Serve you respectfully and professionally and identify themselves and their business area when engaging with you.
- Act ethically, fairly and impartially.
- Are responsive and timely in their communications with you.
- Help you to understand our processes and requirements.
- Value transparency and will keep you informed about our workflows, time frames and reasons for our decisions.
- Focus on solutions, suggest practical options and guide you to appropriate pathways where required.
- Are forward thinking and strive to continuously improve the services we provide.
Our information is
- Accurate, relevant and consistent.
- Easy to access and available in different formats if needed.
Our services
- Are accessible and culturally appropriate.
- Take individual needs into consideration.
- Are available via multiple communication channels to ensure you can engage with us in your preferred way.
Privacy and security
- We take the collection and management of customer information very seriously, including its storage, use, retention and disposal.
- We collect only what information is needed to ensure optimum service to you and are ethical in our use of this information.
Confidentiality
- We have systems in place to ensure that we protect your confidential information and data.
- We show respect for your privacy in our dealings with you and the confidentiality of all information discussed.
Feedback
- We value your feedback. It offers opportunities for us to learn and improve our services.
- Our complaints management process is fair and equitable.
- We undertake consultation openly, so we can plan together.
Our values
We lead with integrity, deliver on commitments, strive for excellence and look for better ways of doing things by being:
- Forward thinking: We foster innovative thinking to plan for the future and actively embrace change.
- Respectful: We are always courteous and considerate to others, regardless of beliefs, backgrounds or abilities.
- Fair: We treat people equitably and act without judgement or bias.
- Responsive: We adapt to change, act on concerns, and provide information in a timely manner.
- Transparent: We are open and accountable in what we do.
- Ethical: We act with honesty and integrity.
Our vision
A safe, fair and prosperous future for Western Australia.
Our priorities
- Sustain responsible industries.
- Protect the community.
- Drive energy transition.
The department is committed to building solid relationships with our customers. We welcome your feedback. Submit suggestions, compliments and complaints via .
For general enquiries about our customer service, please email customerfeedback@demirs.wa.gov.au
